Healthcare Operations Support Specialist
The Operations Support Specialist (OSS) is responsible for providing a high level of customer service to both Internal and External customers. They play a key role in supporting operations personnel within their Division; and is the go to resource for that team as well as their identified customers. The OSS is responsible for the timely booking and billing of projects on behalf of the Division. They accurately set up projects; ensuring that the billing requirements are reflected in the project setup and executed correctly. The OSS is responsible for the daily operations support, customer relations, and data management of their Division. They may be requested to create and/or generate special reports as needed for either internal or external use.
Responsibilities are not limited to but will include CRM software management, collections support and follow up, policy and procedure identification and development, T&M billing, agreement setup, and service board management.
Duties and Responsibilities:
• Ensures that regular and consistent communication takes place with both internal and external customers;
acknowledges and addresses requests received via phone, email or company systems daily.
• Manages own time and resources to achieve identified objectives; is diligent in meeting all communicated/defined
deadlines. Monitors and updates tickets/tasks/activities assigned to them in company CRM.
• Coordinates Division activities and operations to secure efficiency and compliance to company policies.
• Provides support to Project Managers, Operations Manager and/or Division General Manager. Assists with
scheduling, project monitoring, field support and management reporting/needs.
• Continually maintains the accurate and relevant records to a project as required at any and all points during the
project including but not limited to project set up, change orders, and project close outs.
• Reviews, reconciles, and submits approved customer billings according to agreed upon contractual requirements
and project percentage approvals as submitted by Project Management and approved by Customer.
• Completes all customer required billings forms and documentation (AIA, billing forms, conditional releases, etc.),
generating invoices and releases forwarding to customer through any identified portals/channels.
• Contributes to the research and reconciliation of customer accounts when issues arise regarding billing/receivables.
Partners with Finance on the proper application of payments.
• Attends project meetings (as needed/requested) to provide insight on project setup, billing, and/or contractual
information to ensure the flow of contract executables.
• Sets up customers, vendors, and subcontractors obtaining all contractual forms and agreements and ensuring they
are entered into the company CRM system.
• Compiles professional and quality documentation for TRL customers when requested, which can and will include
project close outs, warranty documentation, etc.
• Ensures that Division service boards are updated and relevant; providing detailed and updated information for access by Division members.
• Processes all ‘Won’ sales opportunities converting them correctly and timely into a Project. Translates contractual
requirements and expectations to Operations management for proper project execution.
• Performs accurate timekeeping records using the identified company provided applications/software. Adheres to all
timekeeping policy as communicated in the employee handbook.
• Participates in meetings, workshops, trainings and seminars as assigned for the purpose of performing job duties.
Experience:
• 3+ years in administrative support
• 3+ years in contract management/billing
Education and/or Certification:
• High School Diploma or Equivalent (required)
• Bachelors in Business (preferred)
• Administrative or Organizational Develop studies (preferred)
Physical Demands and Work Environment:
• Ability to make repetitive movements (motions) of the wrists, hands, and/or fingers, daily
• Ability to walk, bend, stoop, hear, and speak, daily
• Move/Transport items weighing 20 pounds, occasionally
• Stand or Sit for long periods (4+ hours), daily
Other Requirements:
• Valid California driver license
• Proof of Valid car insurance
• Ability to travel within Southern California to other company locations (if needed)
• Ability to work overtime (when requested/needed)
• Punctuality and regular attendance (required)